Mujawharaty: Jewels inspected & stamped in one day

The Kingdom of Bahrain, known for its rich pearl diving history, has garnered global acclaim for its pure pearls. The Kingdom has also become a major global hub for locally crafted and internationally renowned jewelry, gemstones, and artifacts. In a significant move, the Ministry of Industry and Commerce established the Metal Inspection Center, a leap forward for Bahrain's reputation in this arena. Dedicated to examining and offering its official seal of approval for high-value jewelry, this center is managed by a highly skilled technical team.

Express services

In a bid to enhance the overall customer experience and satisfaction, the center introduced a novel practice—providing a "Same-Day Inspection and Stamping Service" for high-value jewelry. This service aims to elevate the quality of services for jewelry and gemstone traders and international brands. It ensures the inspection and stamping of high-value jewelry, including pearls, diamonds, and gemstones, all of which can be completed on the same day. Given the unique and highly valuable nature of these pieces, precise inspection and stamping are crucial. A trained technical team is dedicated to handling these unique and valuable pieces, ensuring their inspection and delivery on the same working day.

Boosting the market and satisfying customers

The introduction of this practice was driven by several factors, including encouraging local businesses, importers of high-value jewelry, and international brand owners to inspect and stamp their high-value jewelry. The initiative also aimed to increase the effectiveness of controlling high-value metal artifacts, adding value by stamping them with a regulatory mark. It further sought to attract a large segment of investors to benefit from this service. Additionally, the center initiated the use of a mobile inspection and stamping unit at jewelry and high-value artifact exhibitions and events.

Design approach and technical preparedness

A systematic and scientifically designed methodology was employed, outlining interconnected and organized stages. A specific path was devised for the inspection and stamping service, incorporating a reservation system to organize service requests. Operational processes were formulated to maintain a high speed of service execution for investors and traders, ensuring completion on the same day. On the technical side, training sessions on advanced techniques were conducted for inspection and stamping specialists. Advanced equipment for relevant regulatory authorities, including devices for inspection and stamping, was provided, along with a service to stamp the trademark for manufacturers of high-value jewelry.

Survey to measure impact and success indicators

The service was gradually activated in January 2018 and is continually evolving. To measure the impact of the practice, a survey was conducted to assess customer satisfaction levels. Semi-annual survey results, along with feedback and an assessment of the needs of service beneficiaries, led the service center to adjust certain procedures and operations to enhance customer satisfaction and the quality of services provided to investors and traders.

Success makers: positive contribution from customers

The Metal Inspection Center at the Ministry of Industry and Commerce acknowledges the contributors to its success, including the customer service unit, inspection and stamping specialists, and the IT department. The center highlighted the role of customers in its success, expressing gratitude to traders, store representatives, and importers of high-value artifacts and global brands for their valuable opinions and suggestions in the survey. This acknowledgment reflects the center's commitment to improving and updating its services, offering a distinctive customer experience, and meeting customer needs.

Lessons learned and recommendations

The center documented several lessons learned from its experience from introducing this distinctive service. It affirmed the possibility for other government entities to study the needs of the local and global market to design services that meet the needs of investors, traders, and individuals. 
The center recommended the documentation of the procedures used in providing these services so that they could be generalized for other government service centers. It emphasized the importance of the electronic transformation program in enhancing service delivery and increasing speed. Continuous technical and managerial training of service providers was underscored to elevate the quality of services. Increasing the productivity of the workforce, focusing on service quality, and innovating methods for delivery with precision and professionalism in specific fields or for specific investors and traders were highlighted as crucial.